Archive for 2013

(Our CEO has just upgraded a guest and her husband from our basic room to our penthouse suites after having lunch with a mutual friend. Our basic rooms go for $150 a night, and the penthouses are $1000 a night. We require the guests to pay for two nights ($300) on check-in. I have just gone through the payment process, and have given the guest information about the hotel and our facilities. The guest’s husband has walked away to collect their bags.)

Guest: “So is breakfast included in my room cost?”

Me: “No, it’s not. However the penthouse has full kitchen facilities, so I can direct you to a store down the road if you would prefer to make your own.”

Guest: “You expect me to pay extra for breakfast?!”

Me: “Well ma’am, as I said, you do have other options. There are also quite a lot of nice places for breakfast within a five minute walk if you would prefer that.”

Me: “Ma’am, a two night stay in our penthouses usually costs $2000; you have paid $300. If you would prefer to pay the additional $1700, I will gladly include breakfast in this cost.”

(The guest starts to yell, calling me nasty names, and threatening to get me fired. When I still don’t give her what she wants, she grabs the room key and storms off. Her husband walks back into reception to see her storming away. The husband looks back to me.)

Guest’s Husband:*sighs* “She’s done it again, huh?”

Me: “I’m sorry, sir; what do you mean?”

Guest’s Husband: “We were upgraded at our last hotel, too. The receptionist there had that exact same look on her face. What did she say to you?”

Me: “She was unhappy that we charge extra for breakfast.”

Guest’s Husband: “Don’t worry; we’ll be paying for breakfast. I’m sorry if she was rude.”

Me: “It’s not a problem at all, sir. I hope you enjoy your stay.”

(The guest’s husband leaves. About 20 minutes later, both guests come through reception on their way to our restaurant. The husband smiles and waves to me, and, with a pointed look at his wife, continues on his way. The guest stops at the desk, and I prepare myself for another dose of name calling.)

Guest: “I’m sorry about earlier. My husband says you were very polite to him, even after I was so rude to you.”

Me: “Not a problem at all, ma’am. I hope you enjoy your stay with us. If you need anything, please just let us know.”

(The guest nods, and walks away. I don’t see either guest again for the remainder of their stay. On the day they leave, I get a call from my CEO for an urgent meeting. Apparently, the guest felt so bad that she told my boss about what happened. I’ve now been given a raise, and a complimentary stay in the penthouses!)

(I’m 10 years old. I am helping my father out at his takeaway, being the ‘cashier’. We are Asian. A white customer in her thirties walks in, and orders some food. I call my dad’s friend to make it, and he does. He brings it out and leaves.)

Me: “Okay, miss, that will be £30.00.”

Customer: “What? Oh no, darling; I’m the old owner’s daughter! I get my food for free!”

Me: “£30.00.”

Customer: “FREE. Give me my food for free, sweetheart.”

Me: “Please pay £30.00.”

Customer: “Dearie, I get it for free. My father—bless him, he’s 60 now—is the owner, and lets me have it for free! Give it to me!”

Me: “I don’t believe my father is 60; he is only 40. And we are Asian; you are a White person. Now, please pay for your food, or I will be forced to call the police.”